Ottawa East- ICI Dispatcher

Human Resources•Ottawa, ON

8d•CA$60,000 - CA$70,000•Onsite

About The Position

Founded in 1961, Miller Waste Systems is a proudly Canadian, family-owned company with 65 years of experience providing waste management and diversion services to municipalities, businesses, and industries across Ontario, Nova Scotia, and New Brunswick. Today, Miller Waste operates collection fleets, recycling facilities, transfer stations, and composting operations that help communities manage waste responsibly while recovering valuable resources from the waste stream. Miller Waste has been recognized as one of Canada’s Best Managed Companies for 16 consecutive years, a distinction that reflects our commitment to strong leadership, operational excellence, and a culture that values our people. At Miller Waste, our people are our greatest strength. We provide a safe workplace, competitive compensation, opportunities for advancement, and the chance to build a long-term career with a company that is trusted by the communities it serves. The Dispatcher delivers exceptional customer service while coordinating communication between customers, drivers, depot operators, sales representatives, and operations teams. This role supports daily routing and field operations by coordinating front-end, roll-off, recycling, organics, compactor, and EPR Depot services, while providing administrative and clerical support to the Operations Manager and Supervisors to ensure efficient and timely operations. The Dispatcher is responsible for route planning and optimization, account management, container logistics, TRUX administration, payroll processing, and service coordination to support operational excellence and customer satisfaction.

Requirements

Previous dispatch experience, preferably within the waste management industry.
Strong understanding of front-end, roll-off, recycling, organics, and waste collection operations.
Experience with route planning, route optimization, and dispatch operations.
Advanced proficiency with TRUX software, including dispatch, routing, customer management, reporting, mobile tablet applications, and route closure processes.
Strong customer relationship and account management skills.
Strong written and verbal communication skills with a customer-centered approach.
Excellent organizational, time management, and prioritization abilities.
High attention to detail and accuracy in all tasks.
Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and customer service.
Proficiency with Microsoft Office applications and operational software systems.
Bilingualism (English/French) is required for this position based on the customer base/demographic.

Nice To Haves

Experience with Ceridian payroll administration is considered an asset.

Responsibilities

Provide exemplary customer support across all lines of business.
Serve as the primary point of contact for commercial customers and depot operators regarding service requests, service changes, billing inquiries, and operational concerns.
Process service transactions include new contracts, service changes, billing inquiries, temporary orders, container exchanges, and additional service requests.
Ensure timely and accurate data entry of customer information into TRUX prior to service commencement and throughout the customer lifecycle.
Resolve customer concerns efficiently, escalating issues when necessary to ensure timely resolution.
Communicate service requests to drivers via two-way radio, TRUX tablets, and other communication systems, ensuring timely, effective, and efficient dispatching.
Proactively assign calls and duties to drivers while coordinating daily front-end, roll-off, recycling, organics, compactor, and EPR Depot operations.
Develop, maintain, and optimize service routes to maximize operational efficiency, customer service, and fleet utilization.
Ensure all service calls are completed before drivers return to the shop, minimizing missed calls and maximizing operational efficiency.
Coordinate and schedule bin deliveries, removals, exchanges, relocations, repairs, and temporary service requirements.
Coordinate EPR Depot servicing requirements including material movements, container exchanges, haulage activities, overflow management, and site support requirements.
Review, reconcile, and close daily TRUX routes, ensuring all services, exceptions, container movements, and customer interactions are accurately documented.
Monitor and ensure driver compliance with TRUX tablet utilization, service verification procedures, route completion requirements, and operational documentation standards.
Serve as the district's primary TRUX resource for ICI and Depot operations, maintaining accurate customer, routing, service, container, and reporting information.
Prepare and distribute run sheets and operational reports as required.
Monitor internal systems to generate reports on route efficiency, container utilization, service levels, route densification opportunities, and other operational metrics.
Collaborate with Sales, Operations Supervisors, Customer Service, and Maintenance teams to resolve customer requests, support operational initiatives, and facilitate business growth.
Generate customer reports, diversion reports, and other operational reporting as required.
Document and disseminate driver feedback relevant to customer needs and operational improvements.
Complete purchasing requests and payment reconciliations with Accounts Payable.
Complete customer billing activities and process invoices for various lines of business.
Administer daily and weekly ICI and EPR payroll processing through Ceridian, including reviewing driver hours, validating timecards, coding payroll exceptions, and ensuring payroll is submitted accurately and on time.
Maintain payroll records and coordinate attendance, vacation, overtime, and payroll-related inquiries with Supervisors and Human Resources.
Participate in special projects as directed by Supervisors or the Operations Manager.
Perform other duties as assigned.